Service Group


Service Dependencies

Ethos Single Sign-On and Internet

Service Department:

Operations and Enterprise Management

Service Description

Brief Description:
Colleague is the ERP system for the college. Various applications connect to it, including Self-Service, WebAdvisor, Colleague UI, and Informer.  
It is a database system that houses all student and employee data.
Available Hours:
Colleague services are unavailable 1am-2am nightly, 5am-7am Fridays, 10pm-12am 3rd Saturday of each month. 


How to Access:
Via UI, Informer, SS or WA


Training Available:
Faculty will need to contact Zhivi Williams in the DE department at
Staff will need to talk to their supervisor. 


All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Immediate to 1 hour
Resolution Time: 3 hours or until fixed
Email Leadership Team
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business day
Resolution Time: 1 business day
Email Leadership Team
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 3 business days
Email Leadership Team
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 6 to 15 business days


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 


Additional documentation can be found on our Jitbit Knowledge Base
Creation date: 11/22/2021 7:44 AM      Updated: 4/12/2023 8:35 AM